Customer Service Advocate for Luxury Client | Philippines

Job Description

Job Description

Description:

At Peak Support, we are passionate about delivering exceptional service to our customers and clients. As a rapidly growing services provider, we partner with innovative brands to deliver customer support, sales operations, and business process outsourcing solutions that create meaningful customer experiences.

We are seeking a Customer Service Advocate who is passionate about delivering exceptional customer experience and providing personalized support. In this role, you will support customers of a leading luxury skincare brand through phone, email, and chat interactions. You will assist with product inquiries, order support, account management, subscriptions, troubleshooting, and general service requests while ensuring every interaction reflects professionalism, empathy, and luxury-brand standards.

Successful advocates are customer-focused, solution-oriented professionals who thrive in a fast-paced environment, communicate effectively, and consistently deliver a high-touch experience that strengthens customer loyalty and brand confidence.

Ready to take the next step in your career?

We're Looking for Individuals Who:

• Demonstrate exceptional verbal and written English communication skills.
• Deliver professional, personalized customer support with empathy and care.
• Effectively assist customers through phone, email, and/or chat channels.
• Identify customer needs and provide appropriate product recommendations and solutions.
• Troubleshoot customer concerns and resolve issues with professionalism and accuracy.
• Navigate multiple systems, applications, and tools with confidence.
• Accurately document customer interactions while adhering to established procedures.
• Demonstrate strong attention to detail and commitment to quality.
• Thrive in a fast-paced environment while effectively managing multiple priorities.
• Display accountability, adaptability, and a positive customer-first attitude.

• Support customers through phone, email, and/or chat channels, with occasional outbound callbacks.
• Assist customers with orders, subscriptions, account updates, product inquiries, and general service requests.
• Troubleshoot customer concerns and provide timely, effective solutions.
• Deliver a personalized customer experience that reflects the standards of a luxury skincare brand.
• Utilize approved tools and resources to identify customer needs and recommend appropriate products.
• Resolve customer issues while maintaining quality, compliance, and professionalism standards.
• Document customer interactions accurately and completely within required systems.
• Meet productivity, quality, customer satisfaction, and attendance expectations.

• Delivers exceptional customer experiences across every interaction.
• Maintains high quality, productivity, and customer satisfaction standards.
• Demonstrates strong ownership and accountability.
• Effectively balances multiple systems and priorities.
• Represents the luxury skincare brand with professionalism and empathy.

• Minimum of 2 years of customer service experience in a contact center or customer support environment.
• Strong written and verbal English communication skills.
• Proficiency using computers and navigating multiple systems simultaneously.
• Demonstrated problem-solving and critical-thinking abilities.
• Ability to work a flexible schedule and maintain consistent attendance during business-critical periods.

Preferred Qualifications

• Experience supporting customers through phone, email, and/or chat channels.
• Experience supporting premium, luxury, skincare, beauty, or e-commerce brands.
• Prior experience in a work-from-home environment.

Work Schedule & Attendance Expectations

• Hours of operation are Monday through Friday.
• Support is provided between 9:00 AM and 8:00 PM Eastern Time.
• Attendance is required during designated business-critical periods, including: 
  • All Mondays
  • The five business days leading up to the 20th of each month
  • Other identified peak business periods requiring full staffing support.

Peak Support and our Work-from-Home PLUS model

At Peak Support, we are dedicated to providing exceptional service to our clients and an exceptional work environment for our team members.

We don’t do this with ping pong tables or video games. We do it by creating a positive, encouraging and performance-driven culture that enables our team members to build rewarding, long-term careers. We’re proud that our Glassdoor rating of 4.5 is the highest in the Business Process Outsourcing industry.

Peak Support offers all the convenience of working from home, with the benefits of working for an established organization with an exceptional team and tremendous opportunities for growth. Peak Support has been 100% remote since day one, so we have built a culture and a set of processes that support the success of our remote team members.